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Aera Technology is a Decision Intelligence Platform company and Gartner Magic Quadrant Leader helping enterprises automate and scale decision-making with AI and machine learning. The company is VC-funded, privately-held, and has over 400 employees across global offices.
This is a hands-on Sustaining Engineer role focused on identifying root causes and resolving critical production issues in a cross-functional environment. You will become a subject matter expert (SME) for specific modules and services, debugging Enterprise Java applications and working with customer engagement and development teams to enable resolutions.
Key Responsibilities:
- Investigate and resolve complex customer production issues related to decision models, modeling, recommendations, data ingestion, and business processes
- Analyze model execution, recommendation generation, data transformations, and platform behavior to identify root causes
- Triage and prioritize high-priority customer issues while ensuring timely communication and resolution
- Work closely with Engineering and Product teams to drive permanent fixes and platform improvements
- Develop deep expertise in customer implementations and become an SME for specific platform capabilities
- Perform impact analysis and validate fixes before deployment
- Create and maintain troubleshooting guides, runbooks, and knowledge base articles
- Proactively identify recurring issues and recommend improvements to reduce support volume
- Support root cause analysis (RCA) activities and contribute to continuous improvement initiatives
Requirements:
- Bachelor's or Master's degree in Computer Science, Engineering, Information Systems, or related field
- 4+ years of experience in enterprise application support, data analytics, business intelligence, modeling, or related areas
- Strong SQL skills and experience analyzing large datasets
- Experience troubleshooting data pipelines, ETL processes, data models, or analytics platforms
- Strong analytical and problem-solving skills with ability to diagnose complex production issues
- Ability to understand business processes and translate technical findings into actionable insights
- Experience working with logs, monitoring tools, and debugging distributed systems
- Excellent communication and stakeholder management skills
- Passion for becoming a subject matter expert and driving customer success
- Willingness to learn new technologies and business domains
- Ability to leverage AI-assisted engineering tools such as Claude, ChatGPT, Cursor, and similar technologies to accelerate troubleshooting, root cause analysis, documentation, and productivity
Preferred Qualifications:
- Experience with enterprise planning, supply chain, finance, procurement, or operational business processes
- Familiarity with Python, Java, or scripting languages
- Experience with cloud platforms, data warehouses, and analytics tools
- Knowledge of decision intelligence, AI/ML, or optimization concepts
